NICE revealed that Oodle Car Finance, a rapidly growing car finance firm in the UK, has chosen NICE's AI-powered customer experience solutions to meet customer expectations. By leveraging NICE Interaction Analytics and Enlighten AI for vulnerable customers, Oodle aims to provide its frontline contact center agents with real-time guidance. This move is designed to cater to the unique needs of vulnerable consumers, ensuring equitable treatment and adherence to regulatory compliance standards.
“Our objective is to ensure consistent fair treatment for all. To ensure we embed this into our culture and provide the quality our customers have come to expect, we selected NICE Enlighten AI for Vulnerable Customers. The solution enables us to rapidly and automatically incorporate the visibility and guidance needed to effectively support customers in vulnerable circumstances, ensure fair treatment and deliver exactly the service they need, when they need it,” said Jessica Bates, COO of Oodle Car Finance.
Oodle's investment in Enlighten AI reflects a commitment to treating vulnerable customers equitably, aligning with the Consumer Duty guidelines set by the UK's Financial Conduct Authority (FCA) for fair customer treatment.
Utilizing NICE's cloud-based customer experience applications, Oodle can proactively identify vulnerable customers by automatically analyzing interactions. This process eliminates manual efforts, accurately pinpointing indicators of vulnerability during voice contacts. The solutions provide both post-call and real-time guidance for frontline agents, enhancing their responsiveness to consumer vulnerabilities and soft skill behaviors that impact customer satisfaction metrics. As Oodle aligns with FCA guidance, Enlighten AI concurrently contributes to reducing operational costs by improving key KPIs related to agent hold times and first-call resolution.
“We are pleased to help Oodle Car Finance support their employees in delivering service that not only meets the FCA’s Consumer Duty guidelines, but also creates frictionless experiences that help to better support all customers, but with particular consideration for those in vulnerable circumstances. By choosing NICE Enlighten AI, Oodle has distinguished itself in its industry with real-time analysis of every interaction and rapid responsiveness to the specific needs of all its customers,” said Darren Rushworth, President, NICE International.
Mazda Motor Europe has also recently picked NICE as its CX solutions provider to propel cloud migration through an effective adoption of NICE CXone.
